Complaints

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• Initial Complaint

  Date:14/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since I picked up the Cruiser E-bike on Tues, Sept 17th 2024 the small red warning light comes on every time I turn on the bike. I have called and gone to RidersSolution's many times since I bought the E-Bike from him. They have constantly given many excuses it is my fault. 1st excuse was I cannot not use an extension cord, even the 14gage heavy duty one I have and have used it on all my other bikes I have bought from him. I'm exhausted and frustrated trying to work with RydersSolution's to come to a satisfying solution to this on going problem, since the bike was brand new in September 2024. I've been trying to get problem resolved since September 2024 only to have excuses given to me, telling me it's my fault, **** **** ****** * **** ** ******** *********. Twice I took the bike in to have checked and they refused to even look at the bike. Now They tell me if I pay $800.00 more he will repair the bike that is still under warranty. I picked up the bike in September, 2024 and drove it very little Oct, Nov, Dec. The bike has less than 200klm on it. * **** ***** **** **************** *** *** ***** *** **** ****** * ***** ** * ******* **** ***** * **** ** **** ***** ** ** ******* ** ********* ***** ** ***** *** *** **** ***** *** ** **** ** **** *** **** **** *** *********** ***** ** ******* ** *** *** ***** ** *** *** **** ** **** ***** ** **** ****** ******* ** ******* **** *** ** **** ** ******** *** *** **** ** *** ******** *** ** ** *** *** **** *** *** ***** ***** *** ***** ** **** **** ***** ** ***** ** ** ****** ** *********** ** ****** *** *** ****** **** ** ** ******* **** ****** ** *** **** ** ******* ** ** **** ****** ** *********

  Business Response

  Date: 19/02/2025

  On July 30th  2024 Mr ***** ***** purchased  a red 72 volt crusier E bike    with a 6-month  prorated warranty  from  riderssolutions.   Some times later, he came back, and  said bike doesnt go very far. He Complained about that and  we checked the bike right away, The bikes batteries was low on charge.  We told him the bike needed to be charged again, and again, he complained . We changed the batteries with 6 new batteries.  At  no cost .. again, he came  with with his 2nd set of Brand new batteries, low charged in batteries.  Complained  said she doesnt like this bike .  In order to keep a  customer  happy, I told him to take any bike he  liked .  Mr. ***** chose  a blue Crusier   ( he appreciates  it even if he told me no other company  would give him a bike )  So we returned the red one and gave him the blue one .   Again, he came to complain about the new blue bike, So he had 3 different sets of batteries, that our company came to this conclusion. ***** has outlet  problem   extension cord he uses at his residence. No power comes out of the outlet. This is the case.  ***  *******   *** *************  ****  ***  *******   ***********  *** **** ** **** ******* *** *********  ***** ** ******  *** ***** *** ********   ** *** ******   ***   *****. Our company has been in  respectful,   service  since 2007  with honor. 

  Customer Answer

  Date: 26/02/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  The information he sent you was not completely true. * **** * **** ******** *********** *** * ******** *** ** **** * ********** ***************** *** ***** *** *** ********** ********* **** ****. This has been an on going problem with this has been an ongoing problem with this bike and company.
  In fact they refused to even check the bike out other than repair a melted wire causing a short in the system. I have complained to them on the phone and in person. He said it was a problem with my electrical plug, it is not I had it tested, it's at 119 volt's -120 volts. 4 other scooters use this plug as-well as 1 other E-bike use it with no problem of low charging. The E-Bike is from His store.
  Please look into the matter further thanks.
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/03/2025

  Hello: In response I have to again explain the same things I already outlined in my previous response. ***** purchased his first e bike on July 30th ** *** *** *** **** *** ******* * **** ******** ** *** ***** ********. It was a red Cruiser E bike, after some time he complained he was not happy with the distance, he told me he travels from west end of Hamilton up to upper centennial and back, I told him this is very good. He still wasn't happy, so we changed that battery in good faith which we normally never would do because we know that original battery was tested and was fine, but still we put in a new set on that red Cruiser e bike, After that he came back to complain on the 2nd set of BRAND NEW batteries, Our technician tested the bike, charged it up fully and then drove that bike from our location at 333 Ottawa st north all the way to Beamsville and back, we confirmed nothing is wrong and the battery is good, but ***** still complained so in another sign of good faith, ***** chose a brand new Blue Cruiser with brand new batteries in it,  we changed the bike at no cost to him whatsoever and we took the red bike back even tho it had been used by ***** for a few months.
  
  Now after all this, with his 2nd e bike and 3rd set of battery, he is back with the blue cruiser and we tested the batteries, the batteries are totally DEAD, there is no voltage on the bike. The only solution now is that he has to buy new batteries which we can supply and install but he has to pay for it as this is not warranty, Brand new batteries dont go totally dead and damaged like how these ones are. Our technician confirmed that the battery has been shorted / fried. Now the battery is too low and wont take a charge
  
  
  
  

  Customer Answer

  Date: 10/03/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  This is the 6th I have bought from Riders Solution's with in the last ten years. This is the 3rd bike that I have had trouble with the batteries not keeping a charge and only getting around 30 klms out of what should be a full charge. He did exchange the same model bike only to have the same exact problem with the batteries.
  He is lying when he claims to have changed batteries 3 times on this bike. He refused on several occasions to even inspect the Bike. I have driven this bike around 200 klms only, from Sept to beginning of December. I contacted Rider Solutions a week after receiving this bike to inform him it had the same problem and the warning light was always on. * *** ****** ** *** **** * *** * ***** *** ***** ** ******* ***** **** *** ****. I have called and gone to Riders Solution's several times. * *** ****** ********* ********* ** ******** *** *******. I was able to get the bike in they repaired a shorted out wire. I complained again about the batteries, again I was told there is nothing wrong with the bike. It is still at Rider Solutions since January. How can he tell you he changed the batteries 3 times when he only took the bike in once when he repaired the short.
  

  Sincerely,
  
  ***** *****

  Business Response

  Date: 14/03/2025

  On July 30th ***** purchased a red cruiser e bike* *** ******* ** ********. He kept calling and complaining we said OK, on that same Red E bike we changed the batteries that came with it to a brand new set once he complained, although nothing was wrong with them. After that he was still complaining so we said OK ***** pick any e bike you want, he chose the Blue Cruiser and he appreciated that, we took a USED e bike and gave him a brand new Blue Cruiser. Now with his 3rd set of batteries and his 2nd brand new bike. There is nothing wrong with those batteries at the time, Now ***** has come back with those batteries and as I stated before they are completely fried, they are damaged.. they cannot be repaired. These batteries have been damaged by ***** and we can replace them but he must pay for it ** **** ** **** *******.  ** *** ** ****** **** *** ******* ** ** *** *** *** ** *** ***. 

  ***** has has 2 different e bikes, with 3 different sets of batteries, Its not possible to have that many set of brand new batteries and all of them to have a problem. We have spent so much time and we have never returned a bike or batteries before, but we did it for *****, and even with a brand new bike or a brand new set of batteries he still complains.